Job Description :Job Summary
The Support Engineer is responsible for handling problems that have been reported by customers or other Ericsson support organizations.

Responsibilities & Tasks
To investigate, deliver remedy & restorations and produce solutions to CSRs (Customer Service Requests) reported by customers or Ericsson support organizations.
To work within well-defined system support guidelines.
To participate in software upgrades and updates
Should be able to use support tools like SMS and Metis.
To ensure customer satisfaction with the performance of installed Ericsson systems by successful handling and reporting of all technical problems.
To understand the purpose, procedures and the processes of the unit to which you are assigned to.
Provide daily progress updates in the support system for each assigned support issue.
Through contact with external customers and internal support functions gather data and information about any specific problem that has been reported to Ericsson
Actively engage in communication with other engineers for the purpose of knowledge sharing etc.
If the CSR can not be answered/solved within the time limit, escalate the Trouble report to other competence units and if required to 3PP’s/DU.

About Us :
Ericsson is a world-leading provider of telecommunications equipment & services to mobile & fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, & more than 40 percent of the world’s mobile traffic passes through Ericsson networks. Using innovation to empower people, business & society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people & society to help shape a more sustainable world.

We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture & an innovative & engaging environment where employees enhance their potential everyday. Our employees live our vision, core values & guiding principles. They share a passion to win & a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning & growth opportunities that allow you to acquire the knowledge & skills necessary to reach your career goals.